Director, Americas Security Customer Success

Redmond, WA, United States

Microsoft’s Americas Customer Success Unit (CSU) is an integral part of Microsoft’s sales organization. Our Security team is focused on ensuring the successful adoption of Microsoft’s Security cloud solutions across the largest Enterprise Commercial customers in Americas.

With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products, services, and partnerships.

We are looking to hire a Director, Americas Security Customer Success Organization, to ensure successful adoption and growth of Security paid customer users across Microsoft 365 (M365 + Security +CoPilot) and Azure Security.

You will lead CSAs to leverage Microsoft Cloud and professional subject matter expertise, help customers achieve and recognize business value from their Microsoft investments, through focus on Cloud Security, including Security Co-Pilot.

As a Director, you will be responsible for transforming our Security team members to be ale to capture the moment in time of AI transformation in technology with Security CoPilot and extensibility across other cloud workloads, to enable our customers to rapidly transform. You will be responsible for championing consumption, both within your Microsoft community and your applicable client base. As the leader of our Security team members and the Americas business, an additional part of your role is to ensure success for every new and existing customer aligned to their use cases and responsible for forecasting new usage and ensuring projects are delivered on time and on budget, reporting up to the Americas lead of Modern Work and Security.

As a sales and services leader, you will be responsible for ensuring we are responsive to customers in their most critical times of need to earn the right to help them transform.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

People Management

Lead your team to deliver customer objectives & Microsoft business targets. Lead them through change using the Demonstrated Capabilities framework.

Modeling: Live Microsoft’s culture, values and leadership principles every day. Lead by example via direct customer engagements and a “showing by doing” mindset.

Coaching: Coach your team on a daily basis on how to accelerate deployments, drive usage, & achieve customer outcomes. Hold team and individuals accountable for results.

Caring: Support and enable professional development planning and execution for your team members. Create an inclusive, engaging, and motivating work environment.

Understanding the Customer

Proactively aligns with internal teams on customers' business priorities. Collects external information on customer business, needs, strategy, competition, and industry to support customer success and position the organization to deliver solutions that satisfy customer and market needs. Applies understanding of the landscape and industry trends by drawing connections. Seeks to understand customer's business lines, business processes, business outcomes, future needs, key personas, digital transformation priorities, and outlook by meeting with and leading conversations with customer stakeholders and business decision makers (e.g., Chief Experience Officers, Chief Marketing Officers, Chief Revenue Officers, Chief Commercial Officers). Expands and strengthens the relationships with business decision makers (BDMs)/line of business (LOB) stakeholders to open doors for more opportunities across Solution Areas. Ensures customer insights are communicated to internal teams (e.g., Engineering, Specialists, Account teams). Works with customers to build and/or expand stakeholder maps.

Driving Business Value Realization

Using a data-driven approach, guides customers in measuring adoption activities against Key Performance Indicators (KPIs), as appropriate, leveraging Microsoft value maps and aligning customer needs with tools and processes. Drives innovation in customer success plans to optimize customer value and stay aligned with strategic vision. Optimizes value realization by engaging other resources (e.g., Engineering, Partners, Cloud Solution Architects) and ensuring progress reporting. Galvanizes technical and sales experts to develop customer-specific roadmaps to drive further business value realization. Drives the cultivation of successful customer outcomes as references/case studies to accelerate the velocity of all current and future customers.

Driving Consumption

Works with business development managers (BDMs), information technology decision makers (ITDMs), and key stakeholders to execute actions outlined in the Customer Success Plan. Guides customer in managing change initiatives by applying knowledge of change management principles, influencing decision-makers to implement and scale change, and identifying and communicating alignment between customer culture and digital transformation. Drives awareness of the importance of change management in partnership with customers to drive consumption. Takes accountability for resolving consumption blockers by galvanizing resources and solutions, as required. Creates a plan for the next best action, and routes for removal by the appropriate party. Works with the broader Customer Success Unit (CSU) community to build on curating knowledge and helping build future guidance for other customers.

Guiding Customer Success Strategy

Acts as a strategic partner to executive-level business and technical decision makers (e.g., Director level, Vice President) to support customers in defining and realizing their digital and business transformational targets. Leverages customer success engagement frameworks to guide customer success strategy, create a customer journey map, and produce customer success plan (e.g., dynamic journey to success). Provides feedback to Microsoft on customer development needs.

Partner Engagement

Proactively builds and/or leverages relationships with relevant partners to develop partner network and support business outcomes. Collaborates with senior partners (e.g., Chief Experience Officers [CxOs]) to leverage strategic and updated offerings when running plays. Engages internal stakeholders and the customer to remove blockers for partners' success in the account. Recommends partnerships with high strategic value and cultivates their support. Develops and lands cross-solution consumption motions with partners.

Customer Trust and Advocacy

Acts as the voice of the customer (VOC) and partner by driving new feedback, blockers, insights, resources, etc., across territories so they can be added and prioritized. Represents the customer to internal teams (e.g., Engineering) to shape products and services by providing insights across the territory. Identifies gaps and takes ownership in driving action based on targeted feedback and advocating on the customer's behalf to drive resolution. Brings in advocates to showcase high-impact successes as references (e.g., large customers, high profile). Drives efforts to establish trusted advisor status by building trust with the customer/partner. Establishes and drives executive sponsorship within customer/partner organizations and in Microsoft to support customer's success and digital transformation journey.

Technical Development

Deepens and strategic expertise via conversations with customers and community involvement. Leverages development opportunities (e.g., mentorships, role-based resources, trainings, and internal events such as Ready, Ignite) to learn new technologies or services. Proactively provides development opportunities through mentorship and coaching to team members by sharing expertise to drive team technical capabilities. Shares customer success industry expertise with the broader community. Influences and helps build the curriculum for technical development for the solution area. Leverages deep partnerships with technical teams (e.g., Cloud Solutions Architects, Fastrack, Engineering) to increase Customer Success discipline expertise, including product and required technical skills. Continuously updates business process knowledge in relevant industries, as well as functional knowledge of workload.

Other

Embody our culture and values

Qualifications

Required/Minimum Qualifications

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting

OR equivalent experience.

3+ years people management experience, including customer success, practice managers, technical sales managers, and/or technical architect managers.

6+ years of large scale enterprise experience in any of the following: consulting leadership/management, consulting practice development, practice lead, managing delivery and implementation for IT Services Consulting / System Integrators (SIs).

Additional Or Preferred Qualifications Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 12+ years experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting

OR Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND 8+ years experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting

OR equivalent experience.

6+ years experience working in a customer-facing role (e.g., internal and/or external).

6+ years experience leading technical projects, teams, or functions.

Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).

5+ years people management experience, including managing consultant practice managers, technical sales managers, and/or technical architect managers.

3+ years experience in security management and/or technology adoption.

Cloud Solution Architecture M5 - The typical base pay range for this role across the U.S. is USD $124,800 - $242,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $159,000 - $264,000 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay

Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

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